Lob is automating the offline world. Businesses use Lob’s APIs to programmatically create and deliver transactional and marketing direct mail—turning it from a slow, manual process into a timely, relevant, and personalized communication channel. Lobsters—employees at Lob—enjoy a relaxed work environment where curiosity is harnessed for professional and personal growth.
Founded in 2013 and based in San Francisco, Lob is venture-backed by Y Combinator, Polaris Partners, Floodgate, and First Round Capital.
Our goal at Lob is to build deep relationships and integrations with customers so that they can achieve high impact business outcomes through use and adoption of our technology. Our Renewals Management team is responsible for ensuring the continued prosperity of our customers by ensuring that the usage and adoption of our products and services leads to realized and tangible value. Renewals Management partners with key stakeholders around the company to ensure that customers continue to grow and Lob is able to retain their account revenue over time.
In this role you will own, drive, and lead the renewals process in collaboration with the Customer Success team, to preserve and enhance customer contracts and relationships. You will actively engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments. You will maintain and report an accurate rolling 90-day forecast of renewals in your book of business. You will negotiate and execute renewal contracts (in partnership with legal and finance) that align to customer goals. In partnership with Customer Success, you will discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth.
As this is a new function for our company, you will be expected to execute on our upcoming renewals for the next 6-9 months prior to building out a function to support our renewals business. We are looking for someone who is excited to sink their teeth in first in order to understand what is unique about our customers and renewals process(es) and then build upon that knowledge and experience to create our Renewals team. In this role, you will report to the Head of Customer Success.
As a Renewals Manager, you'll...
Be responsible for building our playbooks to secure renewals in a repeatable and scalable manner You will collaborate with other teams including Customer Success, Sales, and Finance to mitigate churn and identify expansion opportunities Meet with clients regularly to establish strong relationships and solidify their Direct Mail programs with Lob Work closely with Revenue, Product, and Finance teams to share customer feedback, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Lob For this role, we're looking for...
8-12 years of Enterprise experience in SaaS renewals or account management, customer success, or sales with a focus on negotiating contracts in Enterprise and Fortune 500 accounts. 5+ years managing teams of renewals managers and generating OKRs and performance targets. Extensive experience in recruiting, onboarding/training and managing renewals managers. We want to hear how your teammates developed and grew under your leadership. Consistent track record of achieving personal and team goals Ability to communicate, present to, and influence key stakeholders at all levels of the Customers’ organization, including executive and C-level Strong numeracy skills Value-based selling skills Advanced problem-solving skills and verbal and written communication skills Excellent listening, negotiation, and presentation abilities Proven skill with juggling multiple renewals in a given quarter while maintaining strong attention to detail Bachelor's or Master's degree or equivalent work experience. Gratitude, a sense of purpose, and a kind and generous demeanor About Lob
Lob was built by technical co-founders with a vision to make the world programmable. We offer two flagship APIs (print & mail and address verification) that enable companies to send postal mail as effortlessly as sending emails. Lob is venture-backed by the most reputable investors in tech, and we are rapidly growing our team to shape the future of our company and meet the demands of a quickly growing customer base and dynamic product offerings.
We give our employees a lot of responsibility and ownership of their work. You will have fun at work while engaging in challenging projects with the best and brightest.
Comprehensive health benefits for you and your dependent(s) Healthcare Flexible Spending Accounts Paid parental leave Unlimited vacation policy Employee Assistance Program and free professional coaching sessions Wellness program (includes monthly stipend or free Barry’s Bootcamp classes!) Virtual social events 401k Our Commitment to Diversity
Lob is an equal opportunity employer and values diversity of backgrounds and perspectives to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Node.js, Elixir, React, Golang, Postgres, Elasticsearch, Logstash, Kibana (ELK)